Complaints

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Date of transition was March 25th and June 20th 1268 dollars in total We had so many issues during our stay. The cabin was dirty when we arrived, asked to be moved. Got told they were sold out. Our golf cart broke during the second day, and it took over half a day to finally get a replacement They do not answer the phones ever. I've tried to call. I called so many times before our stay and during and now after. They have only returned one phone call Prices posted online for different activities are incorrect on multiple things for example, I have a SS saying shirts to tye dye are 20 person. When we got there, they were 30 a person. Which a big jump considering a family of 4. People smoking weed in the pool area near the hot tubs. Nobody asked them to stop And the worst part. The night before our last day we ended leaving after dealing with the cops for hours. Our daughter and my best friend who is pregnant almost got hit by a golf cart being driven by 14 year olds. The one ranger who was so scared and did ABSOLUTELY nothing ended up calling the cops. They were threatening our family. So my husband did not feel comfortable allowing our kids to stay again. We had to drive back the next day to return our golf cart and keys I have reached out now on social media and will continue to do so until I have a refund

  Business response

  09/24/2024

  Good afternoon,
  
  We have spoken with this guest several times before. We've apologized and we've done everything we could to make things right with this guest. This guest has made false accusations on what she did with the sheriffs on duty. She did not spend 4 hours with her as they were only here with an hour and a half total. She has left false reviews with false accusations. We also ended up kicking the group out of the park due to the issues that she was having and we offered her a $636.72 refund on top of apologizing to her several times. There is nothing more that we are going to be able to do for this guest. 
  
  Please let myself or ****, the general manager know if you have any questions or if there is anything further we can do to assist. 
  
  
  Thank you,
   
  ******** *****
  Assistant Resort General Manager
  Jellystone Park at Larkspur
  650 Sky **** Ln | Larkspur, CO 80118
  Ph: ************ | *******************************************
  ***********************************
  

  
  

  Customer response

  09/26/2024

   
  Complaint: 22249693
  
  I am rejecting this response because: **** called my phone once. I have NEVER spoken to anyone. They NEVER offered me a refund of 636. And I've never received it. I would accept that and they would need to mail me a check as that bank account is closed that we used to book our trip. And the cops were on site for hours. But that wasn't who we dealt with forever. We dealt with other guests who experienced the kids on the golf cart. 

   

  I spoke to the manager the day of but even then we never got so much as an apology. So id like to know when they offered a refund. Since I have phone records that I've never spoken to anyone 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Husband had to come to ******** for work. We bring our camper talk to the gentleman name, ****** when we booked our reservation he he did not tell us that we could not hook up water. We checked in February 4, 2023 was supposed to be there for February 21, 2023 they charged us $800 for 17 nights when we checked in on this Saturday, we did not have water maintenance had to come and thought the pipe the lady that was traveling with us never had water they told us to fill up our freshwater tank when they finally got the pipe unthawed this campground says that they are weather ready we stayed till the following Saturday we only stayed one week we checked out on the 12th 2023. The bathrooms was never clean. They was c*** in the floor talk to one of the general managers they had housekeeping finally clean the bathrooms now since we checked out we are having to pay $1400 to stay in a motel because we filled up our freshwater tanks like they told us and our pipes busted all underneath the camper, my complaint is I paid $800 for 17 nights I would like to get some of my money back or I will take them to court to get my camper fixed and with the winter special they said it was $30 a night so we shouldve just paid 210+ our slots was full hook up we did not get to use the sewer or water. We only use electricity. we was in site 33 and the lady that was beside of us that travels with us was in site 34 she should be able to get her money back to. She never had water only used electricity. We had water Saturday and then that was it they would never move us into. Other sites that had running water worst campground ever.

• Initial Complaint

  01/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  December 24,2022 I brought my whole family to Jelly stone Park in Larkspur ******** for a Christmas Vacation. They advertise a Restaurant, Bar, Arcade, Bowling Alley, and rec center with activities. Me and my family counted on these things to have for a Christmas vacation. Not only was all of this closed so were unable to eat meals for our holidays we were stuck in the cabin that did not have Wi-Fi or cable tv another thing that was told to us we would have. We ended up leaving and going to a hotel so that we could watch TV -holiday football games and find food at a local gas station. The place did email us on the day of arrival to tell us bar/restaurant/arcade was closed which we were already there before we got the email and also another email telling us that the bowling alley and rec room would be open with complimentary movies and popcorn -this was not true either i have the emails and photos to prove none of this was true. Would not let us cancel on the day of arrival when all this was told to us and no money was issued back to us, i want to be reimbursed and I want someone to know that you cant just do this to familys on a Christmas Vacation. It hurts and its unfair treatment,

  Business response

  01/27/2023

  Good Afternoon, 
  
  This guest has been fully refunded.  
  
  Customer info
  
  ***************************
  ***** *********** ********, ** 80232
  
  Assigned ID ********
  
  Please let me know if you need further information.  
  
  Thank you, 
  
  *****************
  Resort General Manager
  Jellystone Park at Larkspur
  *************** | Larkspur, ** 80118
  Ph: ************ | ************************ 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩